A better way to manage customer experience: lessons from the Royal Bank of Scotland

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dc.contributor.authorMaklan, Stan
dc.contributor.authorAntonetti, Paolo
dc.contributor.authorWhitty, S.
dc.date.accessioned2017-03-27T14:50:52Z
dc.date.available2017-03-27T14:50:52Z
dc.date.issued2017-03-16
dc.description.abstractCustomer experience is heralded as the competitive battleground; however, it is defined so broadly that companies often struggle to define, implement, and measure it. Based on the experiences of the Royal Bank of Scotland, this article develops an effective approach to scoping and managing customer experience, identifying typical pitfalls, and providing guidance to organizations trying to understand where to start.en_UK
dc.identifier.citationMaklan S, Antonetti P, Whitty S, A better way to manage customer experience: lessons from the Royal Bank of Scotland, California Management Review, California Management Review, Vol 59, Issue 2, 2017, pp92-115en_UK
dc.identifier.cris14737098
dc.identifier.issn0008-1256
dc.identifier.urihttp://dx.doi.org/10.1177/0008125617695285
dc.identifier.urihttp://dspace.lib.cranfield.ac.uk/handle/1826/11667
dc.language.isoenen_UK
dc.publisherUniversity of California Pressen_UK
dc.rightsAttribution-Non-Commercial 3.0 Unported (CC BY-NC 3.0) You are free to: Share — copy and redistribute the material in any medium or format, Adapt — remix, transform, and build upon the material. The licensor cannot revoke these freedoms as long as you follow the license terms. Under the following terms: Attribution — You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use. Information: Non-Commercial — You may not use the material for commercial purposes. No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
dc.subjectcustomer relationsen_UK
dc.subjectmarketingen_UK
dc.subjectcustomer serviceen_UK
dc.subjectservice industriesen_UK
dc.titleA better way to manage customer experience: lessons from the Royal Bank of Scotlanden_UK
dc.typeArticleen_UK

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